"Activation Failed. An error was encountered when sending the activation transmission" when activating a BlackBerry smartphone

Article ID: KB31837

Type: Support Content

Last Modified: 01-17-2013

 

Product(s) Affected:

  • BlackBerry Desktop Software Version 7.0
  • BlackBerry Enterprise Server
CollapseEnvironment
  • BlackBerry Enterprise Server 4.1 to 5.0 SP4
  • BlackBerry Desktop Software 7.0
CollapseOverview

The BlackBerry smartphone times out during activation with the following error:

Activation Failed. An error was encountered when sending the activation transmission.

MAGT contains the following log string for the user:

<snip/>
[35006] (06/04 16:34:16.386):{0x264C} {user@company.com}
Sending ESP_AUTH_ACTIVATION_REQ command to Dispatcher, PIN=
[30000] (06/04 16:34:16.386):{0x264C} {user@company.com} Sending data to Dispatcher, size=315, Tag=20173719
[30160] (06/04 16:34:16.401):{0x266C} {user@company.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[30160] (06/04 16:34:16.401):{0x1ECC} {user@company.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[30000] (06/04 16:34:16.401):{0x2024} {user@company.com} Sending data to Dispatcher, size=374, Tag=20173721
[30160] (06/04 16:35:15.075):{0x1BD8} {user@company.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[30084] (06/04 16:35:44.608):{0x266C} {user@company.com} Ignored - let other server/desktop do it, EntryId=12993166
<end snip/>

CollapseCause

Cause 1

The BlackBerry Configuration Database contains information for the BlackBerry smartphone user from prior activation which is preventing this new activation.

Cause 2

There is a conflicting IT policy on the BlackBerry smartphone that needs to be removed before the activation can be performed. This can be done by resetting the BlackBerry smartphone back to it's factory default settings.

Cause 3

The BlackBerry smartphone does not have the correct data plan or provisioning.

CollapseResolution

Cause 1

The BlackBerry Configuration Database contains information for the BlackBerry smartphone user from prior activation which is preventing this new activation.

Resolution 1

If this BlackBerry smartphone user has already been deleted from the BlackBerry Enterprise Server with the BlackBerry handheld info folder removed, wait for an adequate amount of time (i.e. 15mins or more) before attempting to activate this user.

Cause 2

There is a conflicting IT policy on the BlackBerry smartphone that needs to be removed before the activation can be performed. This can be done by resetting the BlackBerry smartphone back to it's factory default settings.

Resolution 2

Warning: The following procedures will delete all data on the BlackBerry smartphone. Back up the data prior to performing the procedure. For instructions, see the product documentation for the relevant BlackBerry smartphone model.

  1. Go to the top right corner of the BlackBerry Desktop Software, and click on the question mark with the drop down arrow.
  2. Click on Support Resources
  3. Click on Support Tools
  4. Click on Reset to Factory Settings

Note: Ensure to perform a backup of the BlackBerry smartphone prior to resetting it to factory settings.  For instructions on backing up data using BlackBerry Desktop Software, please see KB12487.

Cause 3

The BlackBerry smartphone does not have the correct data plan or provisioning.

Resolution 3

Contact the wireless service provider to provision the BlackBerry smartphone for BlackBerry Enterprise Server services.

CollapseAdditional Information
If it is not possible to perform a factory reset on the BlackBerry smartphone, try activating the user against another BlackBerry smartphone (if possible).  Depending on the outcome this can help rule out  Cause 1 or 2.

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